15/05/2026
Back from Festival 2026 in Hamburg, where we spent two intense days around the House of Sprinklr, catching up with partners and clients.
One thing became clear quite quickly: the conversation topics have shifted. AI, personalisation, automation, efficiency, scale are still important, of course. But from a CX perspective, the real question is no longer whether AI will change customer experience. It already is.
The current burning questions are:
How do we make sure we are creating value for companies AND customers?
Are we actually supporting employees or adding to their workload, because change is slow?
Do we have proper governance for all our new tools?
How do we use technology responsibly, with accountability and long-term value in mind?
And how do we assure European resilience in this rapidly changing world?
Once again, a big thank you to the team for hosting us, and for creating the space for these conversations.
